sagging mattress not covered by warranty
Complaint
Lyndsey Kotrla
Country: United States
Simmons Mattress Company Refuses to Honor 10 Year Warrant After Only 2 Years
My mom had back surgery and bought a new mattress thinking that it would be better for her back than my parent's 10 year old mattress. So they purchased a Simmons pillow top from Mattress Firm. The mattress had a 10 year warranty and Mattress firm offers an additional 5 year warranty. After not even two years the mattress has already began to sag, leaving two large body impressions in the bed at all times (including when no one is in the bed). My parents felt that there was nothing to worry about seeing as how there is 15 years warranty all together from the manufacture and the distributor.
My mom contacted Mattress Firm and they sent out an inspector to examine the mattress. When all was said and done the results from the mattress evaluation concluded that the mattress was still in satisfactory condition and that there was no problem with the product and that it would NOT be replaced.
I personally spoke with the representative at Mattress firm and she informed me that the mattress is supposed to conform to the body. This is just fine but the problem is that my parents are in fact conforming to the mattress. If the mattress is supposed to conform to the body then shouldn’t it return to the original shape when the person(s) get out of the bed? Also Simmons tried to say that the warranty was voided due to conditions concerning the frame. The inspector said that there were “slats” inserted under the mattress and that these inserts did however void the warranty.
I decided to do some investigating of my own and I went into a Mattress Firm pretending to buy a mattress. It’s funny what a sales person will tell you when they are trying to sell you a mattress but it all seemed to change when you try to get them to honor the warranty of their product. I specified that I had an antique bed and that I explained the type of mattress frame that I currently owned. I told him that I had “slats” inserted under my current mattress and for some reason my mattress had still began to sag and that is why I was in search of a new mattress. The salesmen named Tim told me that it is ALWAYS recommended to insert slats under the mattress b/c they provide additional support. He reiterated this to me several times. Then he handed me a booklet with Mattress Firms selling factors. It listed 5 or so factors convincing me to buy from Mattress Firm; the last one being that they offer an additional 5 year warranty on top of the manufactures 10 year warranty.
This is such a sad situation that my mom bought a new mattress thinking that it would help her back after surgery and it is actually making her back worse. I sleep on their old mattress that is now over 10 years old and there isn’t a thing wrong with it. Price is suppose to be a reflection of quality and my parents were fooled in to thinking that they were paying more for a quality product when in fact this is NOT the case. Their old, cheap mattress is holding up much better than the new Simmons mattress that they purchased which is not damaged and the manufactures will not honor their warranty.
My mom has been forced to sleep on the couch every night because this new mattress that is not even 2 years old is not sagging and hurts her back because during the night she continues to roll into the permanent body impressions that are now molded into the pillow top. Not that this should make a difference but my mother is only 5’ 7”and weights 145 lbs. She is not over weight by any means, or by no means that should cause the damage to this mattress. They rotate it regularly and have performed all necessary actions to maintain the life of the mattress and these actions still have not made a difference.
I need assistance in getting either Mattress firm or Simmons to honor their warranty. If the mattress looks like this after not even 2 years, then what on earth is it going to look like in 10 years? The purpose of having a mattress is to sleep on it but apparently sleeping on it may void the warranty too so what is the point of offering any kind of warranty if the warranty isn’t going to stand in the end?
My mom had back surgery and bought a new mattress thinking that it would be better for her back than my parent's 10 year old mattress. So they purchased a Simmons pillow top from Mattress Firm. The mattress had a 10 year warranty and Mattress firm offers an additional 5 year warranty. After not even two years the mattress has already began to sag, leaving two large body impressions in the bed at all times (including when no one is in the bed). My parents felt that there was nothing to worry about seeing as how there is 15 years warranty all together from the manufacture and the distributor.
My mom contacted Mattress Firm and they sent out an inspector to examine the mattress. When all was said and done the results from the mattress evaluation concluded that the mattress was still in satisfactory condition and that there was no problem with the product and that it would NOT be replaced.
I personally spoke with the representative at Mattress firm and she informed me that the mattress is supposed to conform to the body. This is just fine but the problem is that my parents are in fact conforming to the mattress. If the mattress is supposed to conform to the body then shouldn’t it return to the original shape when the person(s) get out of the bed? Also Simmons tried to say that the warranty was voided due to conditions concerning the frame. The inspector said that there were “slats” inserted under the mattress and that these inserts did however void the warranty.
I decided to do some investigating of my own and I went into a Mattress Firm pretending to buy a mattress. It’s funny what a sales person will tell you when they are trying to sell you a mattress but it all seemed to change when you try to get them to honor the warranty of their product. I specified that I had an antique bed and that I explained the type of mattress frame that I currently owned. I told him that I had “slats” inserted under my current mattress and for some reason my mattress had still began to sag and that is why I was in search of a new mattress. The salesmen named Tim told me that it is ALWAYS recommended to insert slats under the mattress b/c they provide additional support. He reiterated this to me several times. Then he handed me a booklet with Mattress Firms selling factors. It listed 5 or so factors convincing me to buy from Mattress Firm; the last one being that they offer an additional 5 year warranty on top of the manufactures 10 year warranty.
This is such a sad situation that my mom bought a new mattress thinking that it would help her back after surgery and it is actually making her back worse. I sleep on their old mattress that is now over 10 years old and there isn’t a thing wrong with it. Price is suppose to be a reflection of quality and my parents were fooled in to thinking that they were paying more for a quality product when in fact this is NOT the case. Their old, cheap mattress is holding up much better than the new Simmons mattress that they purchased which is not damaged and the manufactures will not honor their warranty.
My mom has been forced to sleep on the couch every night because this new mattress that is not even 2 years old is not sagging and hurts her back because during the night she continues to roll into the permanent body impressions that are now molded into the pillow top. Not that this should make a difference but my mother is only 5’ 7”and weights 145 lbs. She is not over weight by any means, or by no means that should cause the damage to this mattress. They rotate it regularly and have performed all necessary actions to maintain the life of the mattress and these actions still have not made a difference.
I need assistance in getting either Mattress firm or Simmons to honor their warranty. If the mattress looks like this after not even 2 years, then what on earth is it going to look like in 10 years? The purpose of having a mattress is to sleep on it but apparently sleeping on it may void the warranty too so what is the point of offering any kind of warranty if the warranty isn’t going to stand in the end?
Comments
with simmos. We have pictures of a 3 to 4 inch dip on both sides of the mattress. They sent someone out and behold they said it was 1/2 in..on one side and 3/4 inch on the other..also something with the frame...the frame is what all the pictures look like is supposed to be under the box springs..it also states that not having slats will cause the mattress to sag in the middle.???? I'm not done fighting this..I have a 10 year warranty and I will fight for 10 years..small claims court..anything and everything I have to do..we can't not sleep on this mattress..getting back aches and kidney pain,
Thank you for allowing us the opportunity to assist you. Simmons offers a limited warranty and strives to be as fair as possible when evaluating warranty claims. In assessing your claim, we found no structural failure in either the mattress or box springs/foundation.
In addition, the compaction of the panels in this style of bedding is to be expected. The compression does not affect the product's durability. As with other beds of this type, the thicker and more luxurious the filling materials, the more susceptible they are to compaction. Please note that this should not be considered a defect. The mattress is contouring to the shape of your body.
As a result of these findings, we are unable to offer a replacement because the product is performing normally. We appreciate you giving us the opportunity to assist you.
Sincerely,
Simmons Corporate Warranty Department
I was ensured by the sales guy that this mattress would be the ideal product for my back injury... And let me tell you it was for the first 12 months! They also recommend that slat beds will uphold the mattress longer as it provides that extra support! well what a load of ****! It has basically sunk like a black hole! I've been waking up with an even worse then I did before, back ache and my hips are so painful of A morning I can barely stand up! I even asked the manager of the store if he'd had complaints about these mattresses over time and he assured me that it wasn't anything to worry about as the warranty will cover any faults!
My parents bought a pillow top mattress as well after me bragging how awesome my bed was at first. Their new fabulous mattress didn't even last 2months before it started giving them back pain!
Luckily they kicked up enough of stink they got their money back and ended up with a latex mattress for half the price and hasn't given them any trouble!
As for me I'm about to get the department of fair trading involved! This is [***]... We pay good money for quality so we expect it! As for that [***] up the top saying its common sense.. I would love to be a fly on the wall in your store coz I guarentee you don't tell your customers that! You got some nerve mate let me tell you!
And this mattress war is far from over! Con artists!
My daughter called Simmons warranty department to discuss replacement of her matress under the 10 yr warranty. She did tell them of the color issue and was told her matress is no longer covered by the warranty due to the discoloration. If is had discolored the matress, then there was enough moisture to get into the matress thus voiding her warranty. She was also told she could not steam clean it to try and return it to the original white color, because the moisture would compromise the matress also voiding the warranty.
I am having a difficult time grasping the fact that a large company like Simmons will not replace an $800 matress due to some discoloration, when it is only 7 months old and the pillow top has completely shifted out of place.
This was a large purchase for a young couple and it saddens me that they trusted the Simmons name, believing in them and their product to have such a ridiculous thing happen after such a short time. I will say, lesson learned. I will share this story to anyone who will listen and will NEVER purchase a Simmons product. Hopefully the store she purchased it from will come through and help her out.
in the middle . Cannot get help ????
I cant believe there has been no class action lawsuit for this yet.